How can I change ticket states manually in Jira Service desk?

I am unable to manually change the ticket states

2 answers

0 vote

What do you mean by "manually change"?  What are you trying to do and how and where?

For example if the ticket state is waiting for support and I want to change it manually to waiting for customer or waiting for partner or any other state

You will have to go into the Service Desk Project and click into the project settings.

  • Go down to the "Screens" tab (towards the bottom)
  • After you click ont he Screens tab, you'll see the screens associated with each operationCapture.PNG
  • Click into the associated screen (in my case, ill click on JIRA Service Desk Screen for Project OS)
  • It will bring you to the Configure Screen page and all you have to do is add the field "Resolution"
  • NOTE: If you have different screens for each operation, you'll have to change all 3 screens to have the Resolution field. 

I can change the Resolution state all the way up until closing the ticket, once the ticket is closed, you cannot change the resolution state unless you Reopen the Ticket.

 

I hope this makes sense and that this is helpful! 

 

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